Debbie Robson
AVP Banking Operations Manager
Perry Hall,MD
Summary
Banking Operations Manager with extensive experience, skilled in fraud prevention/detection, digital banking, electronic funds transfer (EFT), and ACH. Proven track record in enhancing operational efficiency, leveraging expertise in risk operations to drive measurable improvements. Strong leadership and coaching abilities foster high-performing teams.
Overview
12
12
years of professional experience
Work History
Banking Operations Manager
Rosedale Federal Savings & Loan
Baltimore, MD
04.2021 - Current
- Exercises the authority of a manager concerning staff scheduling, performance management, training, one-on-one coaching, and employee development. Ensures Quarterly Discussions and performance appraisals are completed and administered in a timely manner.
- Ensures all deposit processing work, including deposit support department reconcilement, is completed in an accurate, efficient, and timely manner.
- Manages fraud monitoring; hold considerations; delinquent deposit accounts; exception item processing; and remote banking services, including debit card cardholder profiles, transactions, digital banking; ACH; and dispute cases.
- Assists direct reports with questions on servicing customers regarding account, transaction and service issues to obtain a course of action that is the most efficient and accurate way to handle the specific customer situation. Handles escalated calls and issues.
- Researches, responds to, and resolves complex customer inquiries regarding transactions, products, and services. Works with branches and other departments, as appropriate, to resolve customer matters.
- Monitors, tracks, and researches operational issues and trends; makes recommendations for changes in policies and procedures, as appropriate.
- Partners with Marketing and Compliance departments and assists with the communication, implementation, and training of new procedures, products, and services.
- Participates in and/or leads special project committees, training initiatives, conversions, etc. related to delivery channels, products, and operations.
- Assists with OFAC, Reg. CC, and other compliance and audit duties.
- Keeps staff informed of deposit-related regulatory information and changes. Attends training/conferences to insure up to date knowledge of regulations.
Deposit Operations Supervisor
Rosedale Federal Savings & Loan Association
Baltimore, MD
02.2020 - 04.2021
- Supervises Deposit Operations staff functions, coordinates work assignments, and leads daily activities to ensure high levels of customer service and productivity are achieved.
- Collaborates with manager on measurable metrics and coaches staff to ensure service level goals are achieved.
- Makes sound supervisory decisions based on policy and experience.
- Provides leadership in the development of processes
and procedures in the department. - Oversees daily operations in the department including deposit product support, department reconcilement's; ensures all deposit processing work is completed in an accurate, efficient, and timely manner.
- Assists with development and maintenance of operating procedures for all tasks related to deposit operations.
- Collaborates with manager and other operational departments in identifying opportunities to increase operating efficiencies, generate revenues, and reduce costs.
- Leads and provides project management support for development, implementation, upgrades, and maintenance of product offering related to remote banking and other areas as assigned.
Remote Banking Operations Lead
Rosedale Federal Savings & Loan Association
Baltimore, MD
02.2019 - 02.2020
- Coordinates work assignments and leads daily activities of Remote Banking staff to ensure high levels of customer service and productivity are achieved.
- Provides leadership in the development of processes and procedures for the Remote Banking function.
- Communicates Remote Banking information, updates, and changes to the Deposit Operations department, branch staff, and management.
- Reviews and interprets key reports as they relate to regulatory issues and fraud indicators, product usage, and any trends in the online banking customers’ experience.
- Assists Product Manager and Chief Operating Officer with cost justification and implementation planning for various application upgrades and system enhancements with regard to Remote Banking.
- Analyzes work processes and contributes suggestions on alternative methods to improve efficiencies within the Remote Banking channels and the Deposit Operations department.
Operations Manager
Hamilton Bank
Towson, MD
04.2018 - 01.2019
- Supervises, directs and controls the activities of Operations staff.
- Manages the day-to-day Operations functions including, but not limited to: Systems Administration, ATM’s, ACH, check processing, Card Management. Oversees procedures, systems and employees to ensure quality customer service and fraud prevention.
- Reviews and processes incoming and outgoing wires for customers and branch staff.
- Provides support services to upper level management and branch staff related to electronic banking services.
- Reviews and recommends operational procedures and system utilization that support the Department and Bank's strategic objectives.
Operations Specialist II
Hamilton Bank
Towson, MD
05.2013 - 04.2018
- Process and reconciles daily posting of check clearing items, incoming returned deposited items, and outgoing returns.
- Reviews and monitors all overdraft accounts. Contacting customer when necessary to handle payment collections.
- Investigate customer initiated claims of disputed transactions. Completes Error Resolution log and posts provisional and/or final credit to customer's account within the required timeframes.
- Utilizes tact and experienced based knowledge to
respond to and resolve card/systems issues for
customers (internal and external) by explaining
specific policies and products. - Assist Retail customers with questions/issues related
to Internet Banking/Mobile banking. Perform
research for customers on accounts as requested or
needed.
Education
Certificate Program - Human Resource Management
Community College of Baltimore County
05.2001 -
Emerging Leaders Champion Program -
Maryland Bankers Association
05.2001 -
Associate of Applied Science - Business Management
Community College of Baltimore County
05.2001 -
Skills
Banking
EFT
ACH
Checking
Payments
Internet Banking
Chargebacks
Mobile Banking
Remote Deposit Capture
Reg E
Risk Operations
Education and Training
Financial Fraud
Timeline
Banking Operations Manager
Rosedale Federal Savings & Loan
04.2021 - Current
Deposit Operations Supervisor
Rosedale Federal Savings & Loan Association
02.2020 - 04.2021
Remote Banking Operations Lead
Rosedale Federal Savings & Loan Association
02.2019 - 02.2020
Operations Manager
Hamilton Bank
04.2018 - 01.2019
Operations Specialist II
Hamilton Bank
05.2013 - 04.2018
Certificate Program - Human Resource Management
Community College of Baltimore County
05.2001 -
Emerging Leaders Champion Program -
Maryland Bankers Association
05.2001 -
Associate of Applied Science - Business Management
Community College of Baltimore County
05.2001 -
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